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Old 07-10-2019, 09:07 AM   #1
Lukas Berger
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OOTP Tech Support Issues

Hi all!

We wanted to let you know that we've had some technical issues with our support system lately. Essentially it seems that a large number of support tickets that were submitted by customers were never received by us, and it seems that even for those we have received, in some cases customers with issues may not have received our replies.

Hopefully we have things resolved now, and we should have access to most of the tickets that have had problems now. Unfortunately this means we now have a huge backlog of issues to work through and lots of people to get in touch with.

If you've submitted a ticket within the last month or so and not received a reply from us, or received some replies but stopped receiving them, we're doing our best to work through everything and get in touch with you as soon as possible.

If this is the case for you, you should receive a reply from us shortly. If you don't receive a reply within a few days, please feel free to email us at our new support email address, support@ootpdevelopments.zohodesk.eu and include your previous ticket number if you have it, along with a description of your problem. If you don't have the old ticket number, then just a description of the problem is fine, and we'll do our best to get back to you as soon as possible.

Please do be patient with us though, whether you're waiting on a reply to an old ticket or submitting a new one, as understandably we're a bit swamped at the moment trying to get back to everyone.

Please accept our apologies for any inconvenience and trouble this may have caused and be assured we'll do all we can to help anyone having issues as soon as possible.

Best wishes,

The OOTP Developments Team
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Last edited by Lukas Berger; 07-10-2019 at 09:14 AM.
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Old 08-08-2019, 09:38 AM   #2
Lukas Berger
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Just an update, if you have an issue you need to submit a ticket for, please do so in our new Zoho support portal here.

If you've submitted a ticket in the old Kayako system and have not yet heard back, resubmitting in Zoho will ensure we're able to respond to you as quickly as possible.

Thanks much, and our apologies for the confusion and for any difficulties you've experienced in getting through to us.
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